IT Service Delivery Associate

Job DescriptionStart with customer, end with customer Communicate to users via chat/f2f/emails to determine the nature of any problems they encounter.Ensure our internal users have their IT issues resolved. This includes onsite and remote support if needed.Ensure Onboarding and Offboarding activities and processes are properly tracked and followed.Troubleshooting Enterprise IT software and hardware Issues.Setting up accounts for staff, ensuring that all platforms used by the company are installed.Maintain and outperform KPIs/SLAs and CSAT scoresUnderstands the importance of tasks assigned and the ability to effectively prioritise work according to business criticality. Business travel may be required within local markets.Logging and tracking of Internal user IT issues to ensure prompt resolution Own it End-to-End in technical capabilitiesAdministration, planning and installation of Windows and Mac systems.Installing and configuring computer hardware, software, printers, door access and CCTV.Basic network troubleshootingTake part in scheduled maintenance/projects such as office builds, network and miscellaneous physical extensions of the foodpanda businessSupport Audio/Visual requirements for the site, including meeting rooms, events and ad-hoc setups. Scale IT through governanceAssist in managing the company’s IT assets and ensuring that assets are tracked throughout its lifecycle.Keeping proper records of all tickets and their resolution in the ticketing tool based on the tickets received from the users and providing solutions to users.Understands processes and procedures and adds value in decision-making, consulting seniors when and if necessary.Participate and be involved in the execution of steps to address security incidents, where necessary. Continuous ImprovementActively helps implement changes within their domain.